Fifth Third Bank Customer Service Agent- Inbound Call Center in CINCINNATI, Ohio

Fifth Third Bank is one of the top-performing banks in the country, with a heritage that spans more than 150 years. As The curious bank, we've staked our claim on looking at things differently, at being better listeners and at showing more commitment. This applies to our relationships with customers and employees alike.

We employ about 19,000 people, and what we offer is:

  • A chance for employees to build their future, with supportive career development and financial wellness programs.

  • An environment where we win together. We celebrate achievement and work collaboratively. We're also a two-time Gallup Great Workplace honoree.

  • An invitation to impact lives in a positive and lasting way. Everything we do is geared toward improving lives. That's fun and exciting.

It comes down to the fact that Fifth Third is a warm and caring place to with which to grow # as a customer or as a team member.

Central Operations is the home of over 2,300 employees who handle Fifth Third Bank's back-office functions and Contact Center services for nearly six million customers. Our goal is to operate as an efficient, behind-the-scenes machine to allow Fifth Third Bank transactions to be seamlessly executed for our affiliates and customers.

Hours:

Monday - Friday 11 am- 8 pm

Saturdays 11 am - 5 pm

(5 day work week)

GENERAL FUNCTION:

Handles some complex customer telephone calls providing outstanding customer service. By

using job knowledge and the information available, makes every effort to answer the customer's question/solve the

problem. Educates the customer about Bank products and services, and up sells and cross-sells other products based on

the customer's needs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Handles customer calls in a professional, courteous manner.

  • Provides accurate information to the customer. Explains products and policies so the customer can understand.

  • Handles some complex in areas of expertise. May handle escalated calls from less experienced Customer Service

Professionals

  • Takes every step possible to answer the customer's question or solve the problem during the call, without transferring

the customer to another employee or department. When follow-up is required, doing so within the timeframe committed to

the customer.

  • Follows departmental policies and procedures, particularly in regards to customer confidentiality

  • Accurately enters or confirms customer information into database; initiates and/or completes proper request forms in

assisting customers.

  • Effectively uses computer systems for tracking, information gathering, and/or troubleshooting.

  • Educates the customer about Bank products and services and up sells and cross-sells other products based on the

customer's needs.

  • Suggest improvements and changes to processes and policies to improve productivity or customer satisfaction

  • Continually learning and developing knowledge of Bank products and services.

  • Perform any other duties assigned

SUPERVISORY RESPONSIBILITIES:

None

Fifth Third Bank is proud to have an engaged and inclusive culture and to promote and ensure equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: High school education or equivalent. Must be able to

perform data entry and basic computer skills. Must possess knowledge of, and be able to respond to customer inquiries in

two product categories. Knowledge of banking products and procedures required. Excellent customer service skills and

the ability to articulate and explain information clearly. Previous customer service or call center experience required.

Excellent telephone communication skills